| 摘要 |
<p>The invention provides for a call centre (109) including a PBX/ACD (108) and a CTI server (142) for routing both voice and video calls to a single group of agents (120, 122, 124, 172, 174) in which a modem call from an end-point terminal (100, 101, 102) is used to initiate and prepare a video call. Upon receiving an inbound voice or a modem call, the PBX/ACD (108) passes ANI and DNIS to the CTI server (142) and in response to the inbound voice or video call the CTI server (142) selects a group of agents capable of handling the inbound call, and sends routing information to the PBX/ACD (108) so that the ACD can route the inbound call to the selected group of agents. Before an inbound call is routed to an agent, the CTI server (142) generates a flag to indicate the nature of the inbound call. If the flag indicates a video call initiated by a modem call, a modem (152) at the agent's side will respond to the modem call from the end-point terminal (102), and a separate ISDN call is then made to establish a video connection. If the flag indicates a voice call, a telephone set (118) at the agents side will simply ring. <IMAGE> <IMAGE></p> |
